About the job
Join Our Dynamic Team!
With over 40 years of expertise in sales enablement and tailored business solutions, DSI Systems is dedicated to delivering exceptional value and results for our clients and partners. We are searching for enthusiastic individuals who are ready to thrive in sales and customer service. Our vibrant and rewarding workplace is designed to support your growth and allow you to make a meaningful impact.
Position Overview
The Retail Support Specialist (RSS) is responsible for providing front-line assistance to AT&T customers in bustling national retail settings. You will interact directly with customers and retail partners to address issues related to accounts, billing, devices, and services, often in fast-paced, high-volume environments. To succeed in this role, you must possess excellent communication abilities, emotional resilience, comfort with technology, and the capability to remain composed, precise, and professional amidst challenges.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented support to AT&T customers in national retail locations.
- Address inquiries regarding billing, account modifications, plan alterations, device assistance, and service issues.
- Troubleshoot issues related to wireless devices, network performance, and feature functionalities.
- Maintain focus, professionalism, and service quality in high-traffic retail situations, especially during peak hours and escalated matters.
Retail Partner Support
- Serve as the AT&T expert for retail staff and third-party labor partners.
- Act as the main AT&T representative, providing in-store support for escalated retail issues.
- Engage proactively with store leadership to resolve customer concerns, enhancing partnership alignment and ensuring a top-tier customer experience.
Work Environment & Scheduling
- This position requires standing and engaging with customers on the sales floor for up to 8 hours daily.
- Flexibility in work schedules is essential, including evenings, weekends, and holidays, based on business needs.
- Comfort in busy, customer-facing environments is necessary due to frequent interactions and problem-solving scenarios.
Operational Excellence
- Effectively navigate multiple systems while engaging customers in real-time.
- Thoroughly document all customer interactions.
- Comply with company policies, compliance obligations, and privacy standards.
- Achieve or surpass performance metrics, including quality, efficiency, and customer satisfaction scores.
- Execute and maintain approved planograms for mobile devices and in-store signage.
- Maintain inventory levels and assist with stock management as needed.